What are the responsibilities and job description for the Customer Success Manager position at LiveSwitch?
About LiveSwitch
LiveSwitch is revolutionizing the way small businesses operate with its AI-driven communication platform designed to maximize productivity. By empowering businesses with agentic AI solutions, LiveSwitch aims to increase the 10-year survival rate of small businesses in the U.S. by 25% over the next five years. The platform delivers measurable success, with customers reporting an average return on investment of 214%. At LiveSwitch, we are committed to empowering small businesses to thrive and achieve sustainable growth.
What You Will Be Doing
We are expanding our Customer Success team! We are seeking a Customer Success Manager to hit retention goals, upsell customer accounts, conduct customer onboardings/demos, lead training sessions and product workshops. This is a role within a high-growth company. We are looking for a Customer Success Manager with superior communication and technical skills, history of hitting customer retention metrics, and a passion for delighting customers.
Responsibilities
- Be accountable for key KPIs including customer retention rate, product adoption rate, spend activation rates, time-to-value and expansion
- Lead client onboardings to drive product adoption and expansion of customer accounts
- Identify workflow bottlenecks and recommend solutions
- Partner with the product team and translate client feedback and data into product improvements
- Improve client retention through product-led initiatives such as product workshops, webinars and training programs
- Conduct customer reach outs to discuss product roadmap, new enhancements, training, quarterly business reviews and upsell opportunities
- Develop deep subject-matter expertise in LiveSwitch products
The Must-haves
- 3 years of experience in customer retention in SaaS
- Bachelor’s degree
- Track record of results-oriented achievements in customer success and retention
- Must have strong technical skills and experience conducting customer onboardings and trainings
- Ability to communicate effectively in and across teams; must possess strong verbal, written, and interpersonal communication skills
- Growth stage or start-up company customer success experience
What's in it for you
- Competitive salary and benefits
- Unparalleled ownership and leadership opportunities
- A collaborative, high-energy startup environment